Amber Home Carers Surrey

Updated 12 November 2025

Date of Assessment: 4 November 2025 to 19 November 2025.

Amber Home Carers Surrey provides personal care to people in supported living settings and home care support to older people living in their own homes. This report is in relation to the home care element of the service. CQC only inspects where people are receiving the regulated activity personal care. This is help with tasks related to personal hygiene and eating. At the time of this assessment 20 people were receiving support with personal care. The service is also registered to provide treatment for disease, disorder or injury. However, the provider told us they were not utilising this part of their registration. We found 3 breaches of regulation relating to person-centred care, safe care and treatment and good governance.

The registered manager was relatively new to their post, although knew people well as they had been employed at the service for a number of years. Whilst they were keen to make improvements, additional support was required to ensure the quality assurance and governance systems were robust and effective. Audits had not identified gaps in people’s care plans, risk management, timeliness of care visits and the overall monitoring of people’s well-being. Additional oversight was also needed to ensure staff competence was assessed and consistently monitored. In some instances, we found people’s care records reflected their personal circumstances and provided detailed guidance for staff to follow.

Spot checks of staff performance were completed although there was no set process in place to monitor this. This meant that where issues were identified these were not always followed up on. Staff told us they felt supported in their roles and were able to raise concerns with the registered manager when required. Staff were aware of their responsibilities to report safeguarding concerns internally although were not always aware of how these could be reported to external agencies, when required.

Following our assessment the provider shared information regarding the processes they were implementing to address the shortfalls identified.

Updated 12 November 2025

People and their relatives told us staff supporting them we kind and respectful. However, some relatives thought staff were not always thorough in identifying what support their family members needed. We received mixed responses in relation to the timing of people’s care calls. This was working well for some people who reported staff consistently arrived on time and stayed for the duration of the call. Other people told us they regularly experienced late calls which could cause them to worry. People told us they felt safe and had trust in the staff supporting them.

Where concerns arose, people felt able to raise the issues with the management team and the majority of people felt these would be responded to. Staff gained people’s consent prior to supporting them with their care. People had access to health and social care professionals and felt confident staff would support them should they be unwell.

Subsequent to the assessment the provider told us of their plans to make improvements to people’s care and the support they receive.